Operations Support Manager, CX-Support - Amazon

Description Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Answer yes to any of these and you'll fit right in here at Fulfillment Technologies & Robotics. We are a smart team of doers who work passionately to apply cutting edge advances in robotics and software to solve real-world challenges that will transform our customers' experiences in ways we can't even image yet. We invent new improvements every day. We will give you the tools and support you need to invent with us in ways that are rewarding, fulfilling and fun. The Mechatronics & Sustainable Packaging Customer Experience (MSP CX) team is responsible for providing support to internal fulfillment and transportation network customers that rely on advanced robotics technology to fulfill and ship customer orders. In this role on the MSP CX team, you will work directly with operations leaders to maximize the performance of advanced robotics systems. You are responsible for being the link between operations leaders and technologists, engineers, and support technicians working within the MSP organization. You will launch and scale new systems, develop and implement continuous improvement initiatives, and drive best practices across Amazon's customer fulfillment network. You will develop and implement standard operating procedures, performance metrics, and feedback mechanisms to enable the MSP CX team to effectively scale. You will work closely with robotics hardware and systems experts to build a cohesive team responsible for the safety, reliability, and performance of emerging robotics technology. You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required. Key job responsibilities * Develop and implement standard operating procedures, performance metrics, and feedback mechanisms * Identify, analyze and resolve operational safety, reliability, and performance issues across the MSP CX product suite * Partner with leaders and engineers in the MSP organization to deliver new and innovative products to the customer fulfillment network * Lead on-site training sessions for Amazon operations leaders * Support network-wide rollouts of new robotics technologies and tools * Produce daily, weekly, and monthly reports on the safety, reliability, and performance of the products in the MSP CX product suite * Provide requirements and "voice of the customer" feedback to development and support teams * Up to 75% travel expected * Flexible locations across the US. We are open to hiring candidates to work out of one of the following locations: Boston, MA, USA | Dallas, TX, USA | Edison, NJ, USA | Sumner, WA, USA Basic Qualifications - Experience managing programs across cross functional teams, building processes and coordinating release schedules - 7+ years of working directly with engineering teams experience - 5+ years of technical product or program management experience - 3+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience - Bachelor's degree in engineering, computer science or equivalent Preferred Qualifications - 3+ years of technical program management working directly with software engineering teams experience - Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership - Experience developing and executing/delivering product and technical roadmaps - Experience leading highly technical programs involving infrastructure, complex systems, systems engineering - Experience building and evaluating system-level technical design Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $119,000/year in our lowest geographic market up to $231,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.